Service Advisor Advanced

The online Service Advisor Advanced Training Program is designed and written by Kieran Stack. Kieran

was an accomplished Service Advisor and Service Manager and is now a dedicated Service Trainer. The

framework for this training is designed in such a way that it is easy to comprehend and implement.

8 eLearning modules

Code: BFSA201.01

Learning Plan Overview

This is an advanced, 8-module eLearning course designed specifically for Service Advisors, delving deeply into all aspects of the role. It offers sophisticated insights and strategies, enabling Service Advisors at any stage of their career to enhance their performance significantly.

Learners should have successfully completed ‘Service Advisor 101’ Training Program prior to commencing ‘Service Advisor Advanced’.

Level 2 My Personal Skills

2.5 Disc Personality Profiling – Part 1

Understanding Personality Profiling is possibly the greatest skill set that a Service Advisor can learn. It can be used both personally and professionally and will help you to be successful in both areas.

eLearning

20 mins

Code: BFSA051

2.6 Disc Personality Profiling – Part 2

In part two of this DiSC Personality Profiling, this module discusses the patterns that each of the personality styles project and how to interact with each of them.

eLearning

25 mins

Code: BFSA061

2.7 Say This…Not that! (Part 1)

This module explores many of these poor communication habits and participants will gain an understanding of why NOT to use them.  From there, participants will be equipped with alternative communication strategies that map towards better results.

eLearning

20 mins

Code: BFSA071

2.8 Say This…Not that! (Part 2)

Many of the strategies and approaches are counter-intuitive to the way that most Service Departments operate and communicate but Kieran takes participants on a journey of understanding the psychology behind the alternative approaches and how they map towards profitability, satisfaction and retention.

eLearning

20 mins

Code: BFSA081

Level 3 Customer Focused

3.9 Service Sales Skills

Contrary to some people's opinions, the Service Advisor role is actually a sales role! Surprise! In fact, it is one of the most challenging roles to sell in. In many ways, the customer does not want what the Service Department are offering!

eLearning

20 mins

Code: BFSA091

3.10 Dealing with Customer Conflict

This module is designed to equip Service Advisors with the skills and strategies needed to diffuse tense situations and resolve conflicts with professionalism and confidence. The learnings from previous modules will be leveraged in this module through real-world examples of how to identify potential sources of customer conflict, de-escalate volatile situations, and find mutually satisfactory resolutions. 

eLearning

25 mins

Code: BFSA101

3.11 Emotional Intelligence (EQ)

Understanding and developing emotional intelligence is a mindset and skill set that will help every Service Advisor regardless of their level of experience. The module is designed to encourage participants to consider their current approaches to each of the pillars of EQ – Emotional Intelligence. Participants will be equipped with an awareness of each of the pillars in order for them to expand their current level of EQ and evolve it to the next level through considerations presented by Kieran during this module. 

eLearning

20 mins

Code: BFSA111

3.12 Business Management

As the entire course comes to completion, an understanding of how everything that we do gets measured will be a useful endeavour. This module is designed to simplify KPI’s using real world examples to explain them. Every part of what happens in the Service Department and understanding how each step in the process impacts the next along with the final result is a useful thing to know.

eLearning

20 mins

Code: BFSA121